Opening Plenary 9:00 

All the World's a Stage. Why does a break-through happen? How do actors create high-impact performance? What inspires passion & confidence? Where can we make this real in our professional lives? Be inspired by Mark Doyle at The Method & The Forum's leaders. Gain insight, access the resources of your professional community and make dreams come true.  


Mark Doyle, co-founder of The Method
Mark Doyle is an actor, producer and founder of The Method – a training and development company that fuses secret theatre skills with best practice business theory to help professionals deliver top performance in their role.

Based on the simple but rigorous process an actor goes through to build and perform any role – The Method unpicks the intangible qualities that successful organisations look for – confidence, charisma, impact and creativity and provides a revelatory tool box of practical techniques to help business professionals at any level deliver top performance.

Steve Woosey, Chief Executive
As Chief Executive of The Forum, Steve is passionate about the promotion of best practice and effective planning in customer contact operations and the professionalisation of this industry through accreditation and qualifications.

Steve is an award winning industry recognised expert in Contact Centre management. Through his work with both AVIS Europe and The Forum he has managed a successful operation, trained, developed best practice and given on-site support to many individuals and centres across the UK. Part of the industry since 1995, and with exposure to a wide number of centres from all industry sectors, he displays a true understanding of what works in contact centres today and innovation for tomorrow.

Paul Smedley, Founder & Chair
Paul Smedley is Founder and Chair of The Forum, responsible for the strategic development of our best practice programmes, the popular annual conference and the prestigious Innovation Awards. He is also currently champion for our work with the Public Sector, on Customer Strategy and on Customer Quality Management. 

Paul established the training, best practice, membership and awards programmes of the Forum and is rated highly for creating enjoyable, interactive training events and seminars. He has presented at conferences and seminars nationally and internationally and has tutored with Lancaster University Management School.

He is a member of the Institute of Directors, the Institute of Direct Marketing and the OR Society. In 2010 he was awarded the prestigious Lifetime Achievement Award at the European Call Centre and Customer Service Awards, following nomination by his industry peers.